This will, hopefully, become a daily update that we’ll be making to show Ticket and Call Handling stats for contacts into our Customer Support Centre.
Open Tickets at 12pm, Wednesday 27th September :-
Customer Support Centre : 1266
CSC Account Changes : 8
CSC Callback Pool : 34
CSC DSL Faults Total : 311
CSC Tiscali Faults Total : 10
CSC Team Leader : 7 (personally assigned)
CSC Agent : 76 (personally assigned)
Total Tickets : 1893
Call Stats at 12pm, Wednesday 27th September :-
Faults Line Calls Waiting : 7
Faults Line Longest Wait : 1hr 05mins
Customer Support Calls Waiting : 14
Customer Support Longest Wait : 1hr 02mins
Business Calls Waiting : 1
Business Calls Longest Wait : 14mins 17secs
Metronet Calls Waiting : 4
Metronet Calls Longest Wait : 28mins 59secs
Total Calls Waiting : 28
Longest Caller Waiting : 1hr 05mins
Comms Coverage Today
=================
Luke : 9-6 – TSM
Liam : 9-6 – PUG, Portals & 3rd Party
Bob : 9-6 – Problem Management
Mand : 8-5 – Portals & Escalations
Dave : 1:30 – midnight (split shift)
New Problems Raised: 8
P1 36047 – Broadband Phone – PSTN Break In Broken – SIP server
P1 36048 – PAYH – Hood – V2 Control Panels down
P1 36051 – Phone System Dropped
Problems Passed Back for Closure/Signoff: 4
Problems added to Hopper this morning:-
35837 [Hopper - Investigating] Tiscali LLU line profile change tool
33994 Unable to dial to VoIP peer: AQL
For Hopper consideration:-
35481 0808 fault backup number
32334 Delta Reports Information Not Updating Workplace Speed
36012 Upto 8MB new signup provied on BT 2 Meg product
Service Status Posts:-
Broadband Connectivity Problems – NEW
Inability to post or collect (Ref – 36011) – UPDATE
Inability to post or collect (Ref – 36011) – UPDATE
Broadband Phone PSTN Break In – NEW
CCGI Issues (35970) – UPDATE
Broadband Connectivity Problems – RESOLVED
PAYH Control Panel (36048) – NEW
Broadband Phone PSTN Break In – RESOLVED
Broadband Disconnections – (Ref 34944) – UPDATE
Inability to post or collect (Ref – 36011) – RESOLVED
PAYH Control Panel (36048) – NEW
PAYH Control Panel (36048) – RESOLVED
Planned Maintenance Posts:-
Portal Maintenance – Wednesday 27th September 1:00am – 5:00am
Announcement Posts:-
Max Upgrades – Update
Summary:-
The Tiscali drops are still our most prevalent customer facing issue. This has been outstanding for about a month. This morning we swapped the Cisco kit for one of our other ERX’s so we had two ERX’s in parallel servicing Tiscali customers. Monitoring has shown drops on one but not the other which suggests this is not a ERX specific issue.
One of the next steps is for Juniper to get spares to us so we can swap out individual components to isolate the cause.
PSTN breakin broke on broadband phone briefly. This seemed to be due to a flood of UDP packets to the SIP server causing customers to be de-registered. This is no longer a problem but the root cause is concerning and the fact that we have no short term measures to prevent this going forwards.
A P1 problem was raised on Parbin brand PAYH that was resolved quickly.
Service Status Due:-
CCGI Issues (35970) – UPDATE @ 1.00pm tommorrow
Broadband Disconnections – (Ref 34944) – UPDATE @ 5pm tommorrow
P2P Issues – UPDATE – @ 12.00pm tommorrow
Missing Webstats (35910) – UPDATE @ 3pm 29/09/06
Premium Rate Support Availability – UPDATE @ 3pm 29/09/06
Other Stuff:-
WLR Phase 3 is due to roll tommorrow morning during the hours of 1am-5am. CSC are unable to action account changes and the like during the maintenence window.
Comms Coverage Today
=================
Luke : 9-6 – TSM
Liam : 9-6 – PUG, Portals & 3rd Party
Mand : 8-5 – Portals & Escalations
Bob : 12-9 – Problems and Service Status
Dave : 11-8 – Portals and Usenet
Comms EoD Summary :
=================
Platform is causing us a bit of a comms struggle at the minute. Usenet has slowly started coming back to life and CCGI seems to be performing again. PlusTalk PSTN incoming broke again today, with calls being directed immediately to voicemail.
With regards to Tiscali, it would appear the maintenance last night is giving us some valuable information as we monitor the performance. We experienced a drop on one of our ERXs, but not the other, at about lunchtime today. We’re looking at this data very closely with Tiscali.
We hope that we might be starting to see light at the end of this very long tunnel! But, as mentioned yesterday, the obvious activity from networks is going a long way to demonstate to customers that we are doing something about it.
Announcements Today
================
Max Regrade Update – Service Status & Forums
Comms Coverage Tomorrow
====================
Luke : 9-6
Liam : 9-6
Bob : 9-6
Mand : 8-5
Dave : 1:30 – midnight (split shift)
Start of Day
Comms Coverage Today
================
Luke : 9-6 – TSM
Liam : 9-6 – PUG, Portals & 3rd Party
Mand : 8-5 – Portals & Escalations
Bob : 12-9 – Problems and Service Status
Dave : 11-8 – Portals and Usenet
Comms Coverage Today :
Luke : 9-6 – TSM
Liam : 9-6 – Portals and PUG
Mandy : 8-1 – Problems and Service Status / 1-5 Portals and PUG
Bob : 12-9 – Problems and Service Status
Dave : Split – Portals and Usenet
Comms EoD Summary :
The ongoing disconnection issue continues to cause us pain in Comms and the CSC, though progress and investigation is apparent from networks with continued testing / monitoring via the temporary Cisco router. Customers on the forums (especially PUG Public Forums) are beginning to realise that we are taking this issue very seriously and several customers have engaged directly with Simon Day, Phil Webb etc… which is very encouraging from a Comms perspective.
Platform stability has been equally important today in terms of Usenet, CCGI and Webstats. All of which are not correctly operating at present. The mop-up of yesterday’s Telehouse issues appear to has been successful, with the IVR returning last night after maintenance by BT. A full report was drafted and pushed out to customers via Service Status channels and Announcement Forums on the Portals.
Service Status Posts Today :
CGI :
CCGI Issues (35970) – New – 11:53
CCGI Issues (35970) – Update – 18:06
- Issue Ongoing
Usenet :
Inability to post or collect (Ref-36011) – NEW – 12:12
Inability to post or collect (Ref-36011) – UPDATE – 16:15
Inability to post or collect (Ref-36011) – UPDATE – 20:37
- Issue Ongoing
Webspace & FTP :
Missing Webstats (35910) – UPDATE – 18:10
- Issue Ongoing
ADSL Dial :
Broadband Disconnections (Ref – 34944) – UPDATE – 19:15
- Issue Ongoing
Planned Router Maintenance – Tuesday 26th September 5-7am – 19:16
Other :
Customer Support Telephone System (Ref – 35985) – RESOLVED – 14:00
Summary of THN Power Outage (Ref – 35985) – 17:58
Future Planned Maintenenace :
Tuesday 26th September – 5-7am – Router
Service Status Due Tomorrow :
ADSL Dial : Broadband Disconnections (LLU) Update
Webspace & FTP : Missing Webstats Update
Usenet : Inability to post or collect Update
CGI : CCGI Platform Stability Update
Comms Coverage Tomorrow :
Luke : 9-6
Liam : 9-6
Bob : 9-6
Mand : 8-5
Dave : 11-8
Start of Day
Comms Coverage Today
Luke : 9-6 – TSM
Liam : 9-6 – Portals and PUG
Mandy : 8-1 – Problems and Service Status / 1-5 Portals and PUG
Bob : 12-9 – Problems and Service Status
Dave : Split – Portals and Usenet
Morning Issue Brief
The CSC phone system IVR has returned following yesterday’s Telehouse power outage. Tiscali maintenance this morning has brought the Cisco router back online and customers can now connect via it (thn-ag2). Networks will continue to monitor.
Roles Today
==========
Luke / 9-6 / TSM
James / 9-6 / Portals and PUG
Liam / 9-6 / Portals and PUG
Mandy / 8-5 / Portals and Usenet
Bob / 9-6 / Problems and Service Status
Dave / Split / Portals and Usenet
Daily Comms Update
Date: September 20th
New Problems Raised: 8
P1 Problem (ID 35912) – Workplace Issues
P1 Problem (ID 35783) – Web forwarding on JTN
P1 Problem (ID 35913) – PAYH billing script
Problems Passed Back for Closure: 5
Problems added to Hopper: 0
Service Status Posts:
Just-The-Name Web Forwarding (35783) – NEW
Just-The-Name Web Forwarding (35783) – RESOLVED
Broadband Disconnections – (Ref 34944) – UPDATE
Planned Maintenance Posts:
Portal Maintenence – Friday 22nd September 4:00am – 4:20am
Announcement Posts:
None
Summary:
Workplace timeouts have plagued us for much of the day and a number of P1 problems have been raised related to the Parbin brands. Tiscali Disconnects still the prevalent CSC affecting issue. The Cisco link remains decommissioned and several small drops have been seen over the last 24 hours. The large disconnection at 12pm yesterday was due to an SRP failure on one of our routers. We have raised this to imtech. Sarah L has been down at Tiscali today to further discuss the problem. It is being suggested that the problem could be related to an incompatibility between our ERX’s and Tiscali’s kit. We will be looking to swap the primary and secondary links to Tiscali to remove another point of blame. Juniper are also investigating.
Tomorrow’s Service Status:
Broadband Disconnections – (Ref 34944) @ 1600hrs
Email Redirect Detailed Explaination – Need to ask Networks to draft
Top Service Issues:
Tiscali – Disconnects still ongoing. Will soon know if it is our end or theirs
Tiscali – Faults are taking 5 days+ to receive a response
Tiscali – Dropped all customers and then saw browsing issues
CSC – Ticket response times are high
Coverage Today:
James 9-6
Mand 8-5
Liam 9-6
Bob 9-6
Dave 13:30-24:00 split
Comms Coverage Tomorrow:
Luke 9-6
James 9-6
Mand 8-5
Dave 13.30-24:00 split
Liam 9-6 (training)
Bob 9-6
Earlier this week we launched a Micro-Site on Free Online advising prospective customers of the “Farytale of Free Broadband” and how our offerings compare.
Below is the press release that we put out this morning :
Free-Online – and the fairytale of ‘free’ broadband
PlusNet the UK’s best value Internet service provider, operates a brand called Free-Online. Free-Online has recently seen an increase in visitors to its website, not surprising with all the talk of supposedly ‘free’ broadband. PlusNet and Free-Online believe a quality broadband service can never be truly free. That’s why today the Free-Online site has a new dedicated mini site that dispels the fairytale myth of ‘free’ broadband. Forever.
Why have a brand called Free-Online that doesn’t do ‘free’ broadband? Free-Online was launched back in 1999 at the height of the free dial up internet access boom, when internet access was subscription free. The irony now is Free-Online’s broadband is not free – it is however around the same real price as other ‘free’ offers. Confused? So are the majority of broadband users.
The Free-Online mini site sets out to help people see ‘free’ broadband deals for what they really are; a combined package of broadband, call plan and telephone line rental. It compares the deals of TalkTalk and Orange with Free-Online’s own package in a transparent, light hearted way.
Weary travellers searching for the non-existent pot of gold who find their way to Free-Online, will now find the fairytale of ‘free’ broadband has a happy ending.
Marco Potesta PlusNet’s Marketing Director, said:
‘We believe quality broadband is the most important component of any package deal, it’s therefore confusing to call it free. That’s why we steer away from saying something is ‘free’ when you have to buy other elements to get it. The new mini site is there to help people see the facts clearly and decide for themselves’.
This new Free-Online mini site is online now, take a look http://www.free-online.net/
Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!
We sell broadband, phone, VoIP and more to homes and businesses in the UK. Winner of 9 out of 11 Categories in the 2008 USwitch survey. Winner of "Best Consumer ISP" at 2008 ISPA awards. Voted number 1 in the Broadband Choices 2008 survey.
© Plusnet plc All Rights Reserved. E&OE
Community Site News is powered by WordPress
